Customer Loyalty Advocate
The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key. What You Will Do Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution - including down-sells, restructuring, and terminations Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions Proactively engage clients that are delinquent on payments Travel / Physical Demands Travel typically less than 10%. Office environment. No special physical demands required. Qualifications Must have: Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience Typically, a bachelor's degree or global equivalent in related discipline Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages Demonstrated success in achieving or surpassing goals in previous roles Understanding of industry practices Good decision making, analysis and problem-solving skills with ability to multi-task High proficiency with tools, systems, and procedures Good planning/organizational skills and techniques Strong verbal and written communication skills Good presentation and public speaking skills Nice to have: Customer Success or account management experience Dental Service Organization, or in-office dental practice experience Previously worked in a customer support role Experience using a CRM and/or Customer Success platform The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range. What you get as a Henry Schein One Employee A great place to work with fantastic people. A career in the healthcare technology industry, with the ability to grow and realize your full potential. Competitive compensation. Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and... Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.
The Customer Loyalty Advocate is responsible for handling inbound inquiries from customers seeking to reduce, terminate or change their HSOne account products or subscriptions. This position will also be responsible for contributing to the ongoing improvement of HSOne, gathering valuable feedback from customers and delivering it back to the business. Expertise in our product suite and internal processes and ability to identify churn risks will play a crucial role in fostering long-term customer loyalty. Attention to detail and the ability to do active listening with customers and deliver clear and concise internal feedback will be key. What You Will Do Handle a high volume of inbound cases, addressing customer inquiries and concerns promptly and to full resolution - including down-sells, restructuring, and terminations Encourage clients to utilize our best practices, ensuring they maximize the value of our products and services with existing resources they can derive value from Be a voice of the customer - gather and analyze customer feedback to inform Product, Sales, Marketing, Implementation, and Customer Success of ways to improve the customer experience Become an expert on our product suite and internal processes, and contract terms to effectively assist clients and provide tailored solutions Proactively engage clients that are delinquent on payments Travel / Physical Demands Travel typically less than 10%. Office environment. No special physical demands required. Qualifications Must have: Typically, 2 to 3 or more years of increasing responsibility in terms of any applicable professional experience Typically, a bachelor's degree or global equivalent in related discipline Excellent interpersonal and conflict resolution skills and ability to deliver difficult messages Demonstrated success in achieving or surpassing goals in previous roles Understanding of industry practices Good decision making, analysis and problem-solving skills with ability to multi-task High proficiency with tools, systems, and procedures Good planning/organizational skills and techniques Strong verbal and written communication skills Good presentation and public speaking skills Nice to have: Customer Success or account management experience Dental Service Organization, or in-office dental practice experience Previously worked in a customer support role Experience using a CRM and/or Customer Success platform The posted range for this position is $60,000.00 - $64,000.00 which is the expected starting base salary range for an employee who is new to the role to fully proficient in the role. Many factors go into determining employee pay within the posted range including prior experience, current skills, location/labor market, internal equity, etc. This position is eligible for a bonus target not reflected in the range. What you get as a Henry Schein One Employee A great place to work with fantastic people. A career in the healthcare technology industry, with the ability to grow and realize your full potential. Competitive compensation. Excellent benefits package! Medical, Dental and Vision Coverage, 401K Plan with Company Match, Paid Time Off (PTO), Sick Leave (if applicable), Paid Parental Leave, Short Term Disability, Income Protection, Work Life Assistance Program, Health Savings and... Henry Schein, Inc. is an Equal Employment Opportunity Employer and does not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, disability that can be reasonably accommodated without undue hardship, sex, sexual orientation, gender identity, age, citizenship, marital or veteran status, or any other legally protected status.